Winston Ong has been a proponent of outsourcing for the last 15 years and is the CEO of Brunt Work, an industry leading outsourcing firm that is among the fastest growing in the world.
Ong has learned a lot about outsourcing and has decided to pass along the principles behind the success of BruntWork publically, believing the traditional way of doing business is transforming dramatically.
In a recent interview, he applies his unique knowledge of outsourcing to studying why companies are realizing that outsourcing to the Philippines is possibly one of the most effective ways they can save money during a recession by shifting some activities outside head office.
Though experts remain divided, many have pointed out that those who outsource tasks experience the benefits of lower costs, time saving, operational efficiencies and reduced costs.
Despite the rising trend of outsourcing, the mention of this technique often evokes images of big companies firing half their team, hiring virtual assistants from other countries like the Philippines or India, and destroying their company culture along the way.
But, as experts continue to reveal, outsourcing doesn’t have to be limited to Fortune 500 companies chasing PE multiples. In fact, even startups are increasingly outsourcing some of their most tedious tasks and making far more profit than ever before, even in a downturn.
Benefits of Outsourcing Customer Support As A Starting Point
Many up-and-coming entrepreneurs have come to realize that outsourcing is, in fact, an amazing alternative for small businesses to compete with larger corporations. It’s often more efficient than hiring an in-house team.
Experts also stress exposure to a worldwide workforce as one of the benefits of outsourcing. Some companies have used outsourcing to establish themselves as a global brand without setting up offices in foreign countries, ultimately allowing them to reach new markets.
According to researchers, the most common reason a company outsources customer service is to minimize costs and maximize competitive advantage in customer experience to drive business further and hence revenue.
Successful business owners recognize the vital necessity of delegating to responsible parties. When the end goal is achieving the utmost in customer satisfaction, the gateway to getting there is through having a team of highly trained customer service staff that are happy to work day, mid or night shift. That is where the Philippines labor force comes into the picture.
What to Look for When Outsourcing
Some experts speculate the reason other business owners fail to outsource tasks is because of the perceived risks that come with outsourcing. This is because many don’t know what to look for in overseas contractors.
“One of the most important factors to consider when choosing outsourced contractors is whether their core values align with the company’s values. Aside from saving money which is a given, an outsourcer must be trustworthy, transparent and accountable with clear communication channels established,” shares Ong.
Entrepreneurs who plan to outsource customer support need to watch out for transparency and accountability when working with an outsourcing company.
Experts stress that changes can happen fast, and an outsourcer who is open to new developments, opportunities for improvement and accessible communication channels to allow for discourse on all matters is also vital.
How Bruntwork Compares To Its Rivals
No doubt, outsourcing is a revolution that many companies are now turning to for cost savings. The difficulty lies in sorting out which are aligned with the company’s core values and which are adaptable to the changing tides of the industry.
“The most significant part of my career has been spent leading a hyper growth outsourcing firm. This means that I have had a front-row seat to the changes that have taken place over especially throughout the pandemic, as well as an intimate understanding of how these changes have affected businesses’ strategies and helped them to grow far in excess of their organic growth rates,” shares Brunt Work CEO Winston Ong.
For companies looking to outsource customer support, Ong says, “It’s always best to practice it wisely and start strong to overcome the challenges and make the best out of it. Make sure you hire someone who knows what they’re doing. Don’t just go with the cheapest option—you’ll end up paying more than you would if you’d just hired an expert from the start.”